Guest Experience Manager

Description

Summary: Oversee the entire guest journey, ensuring warm, professional, and personalized service at all touchpoints while handling complaints and coordinating across departments to enhance satisfaction. Highlights: 1. Oversee the full guest journey from pre-arrival to post-departure 2. Ensure warm, professional, and personalized service at all touchpoints 3. Train, coach, and support team members on service standards can join immediately * Oversee the full guest journey from pre\-arrival to post\-departure. * Ensure guests receive warm, professional, and personalized service at all touchpoints. * Handle guest complaints, service issues, and escalations promptly and professionally. * Monitor guest satisfaction scores, online reviews, surveys, and feedback trends. * Develop and implement service recovery strategies to improve guest loyalty. * Coordinate with Front Office, Housekeeping, Food \& Beverage, Reservations, and Maintenance to resolve guest needs. * Train, coach, and support team members on service standards and guest engagement. * Identify VIP guests, repeat guests, and special occasions to create personalized experiences. * Manage guest recognition programs, amenities, welcome notes, and special requests. * Conduct lobby presence and interact regularly with guests to gather feedback. * Ensure hotel service standards, brand standards, and operational procedures are consistently followed. * Review daily arrivals, departures, VIPs, groups, and special requests with relevant departments. * Support check\-in/check\-out during peak periods and ensure smooth lobby operations. * Track and report recurring guest issues to department heads and senior management. * Recommend improvements to enhance guest satisfaction, efficiency, and service quality. * Assist in creating memorable experiences, upselling opportunities, and guest retention initiatives. * Maintain accurate records of guest preferences, complaints, incidents, and follow\-up actions. * Collaborate with Sales/Marketing or Loyalty teams to support guest engagement initiatives. * Ensure compliance with health, safety, privacy, and hotel policies. * Prepare regular guest experience reports for management review. Work Location: In person